IT Support Engineer

REPORTING TO: Manager, Corporate IT Technical Services & Support, EMEA

OFFICE LOCATION: Madrid, Spain

ROLE TYPE: Full-time, Five (5) Days Onsite

IPC is a global fintech company that puts people at the center of innovation. With a strong global footprint, we empower financial institutions and capital markets with advanced cloud-based trading communications and managed connectivity solutions.

Through our portfolio of communications and connectivity solutions, we focus on solving business challenges and adapting to regulatory changes in the fast-paced global financial markets. This enables our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency.

Join a team that is dedicated to delivering groundbreaking products and making a significant impact on our clients' success.

Overview of the Team:

The IT Support team, based in New York, Madrid, and Kuala Lumpur, provides advanced technical support to internal users across the global organization. Serving as the primary escalation point for complex issues, the team delivers effective troubleshooting, root cause analysis, and timely resolution through close collaboration with internal IT teams and external vendors. In addition to ensuring high-quality support services, the team is committed to continuous improvement, knowledge sharing, and proactive problem management to enhance the overall user experience, optimize service delivery, and maintain the reliability and performance of business-critical systems.

Role Overview

The IT Support Engineer provides advanced technical support for IPC employees globally, serving as a key escalation point for complex incidents and service requests. This role combines hands‑on troubleshooting, collaboration across IT teams, and a commitment to exceptional customer service to ensure a secure, reliable, and efficient technology experience for end users. This role will require being onsite for 5 days.

Key Responsibilities

• Act as the primary Level 2 escalation point for complex technical incidents and service requests.
• Diagnose and resolve Microsoft Windows, Microsoft 365, endpoint, hardware, software, mobile device, and connectivity issues.
• Administer and support Microsoft Intune, Active Directory, Microsoft Defender, Data Loss Prevention (DLP), Duo, Mimecast, Atlassian products, and related technologies.
• Deploy, configure, image, upgrade, and maintain desktops, laptops, peripherals, and mobile devices.
• Manage incidents, service requests, and escalations through the IT Service Management (ITSM) platform while ensuring accurate documentation and timely updates.
• Collaborate with Infrastructure, Security, Application Support, and external vendors to resolve issues and restore service.
• Perform root cause analysis for recurring incidents and contribute to problem management activities.
• Maintain knowledge articles, support documentation, and standard operating procedures to improve service effectiveness.
• Track IT assets and ensure inventory records remain accurate and up to date.
• Participate in IT projects, technology rollouts, office moves, upgrades, and continuous improvement initiatives.
• Provide guidance and technical expertise to colleagues while contributing to team knowledge sharing and cross-training efforts.
• Deliver a high level of customer service through clear communication, timely follow‑up, and effective issue resolution across all support interactions.
• Provide frontline and escalated technical support through phone, email, chat, and remote support channels.
• Guide users through troubleshooting, communicate ticket status, explain available IT services, and ensure a high-quality customer experience.
• Proactively monitor alerts, logs, vendor notifications, and major incidents to identify trends, mitigate operations risks, and coordinate the timely resolution of service disruptions.

How Will You Make an Impact

• Restore employee productivity quickly by resolving complex technical issues with urgency and accuracy.
• Improve the end‑user experience by reducing recurring incidents and identifying opportunities for long‑term solutions.
• Strengthen service delivery by maintaining high‑quality documentation and knowledge resources that enable faster issue resolution.
• Enhance endpoint reliability and security through effective management of Microsoft 365, Intune, Active Directory, and related technologies.
• Partner with teams across the organization to resolve issues efficiently and improve the overall effectiveness of internal technology services.
• Contribute to operational excellence by identifying trends, recommending process improvements, and supporting s